Integrated IT Support Allows Multi-National Pharmaceutical Corporation to Focus on Consumer Health

Throughout this long-term partnership, CompuCom has helped the client implement creative solutions to achieve an integrated IT support environment.

Overview
Recognized as a leading research-based pharmaceutical, this company and its 91,000 employees are committed to improving health and well-being at every stage of life. The company’s portfolio includes medications and vaccines, as well as consumer healthcare products – all designed to prevent, treat and cure.

Challenge
Faced with strategic growth objectives in a highly competitive and regulated industry, this pharmaceutical has embraced IT outsourcing to better enable its internal technology group to focus on differentiating research, development and business initiatives. CompuCom has partnered with this client since 1995, delivering a wide assortment of IT support services.

After the recent economic downturn, the company pursued a single sourcing approach with another IT service provider. They soon realized this approach fell short of expectations, and returned to a multi-vendor sourcing model. CompuCom’s innovative service management methodology, combined with our past performance, strong partnering mentality and competitive pricing, made us the pharmaceutical’s logical choice for IT support.

Solution
In January 2013, the company chose CompuCom to provide global data center services and deliver Workplace Services support for the company’s main campuses. CompuCom has enhanced disaster recovery and business continuity processes, ensuring this client’s key asset, its intellectual property, is protected. These enhanced procedures were successfully executed during Hurricane Sandy and the recent earthquakes in Japan. Through our Workplace Services, CompuCom supports end users across North America. CompuCom designed a hybrid model consisting of on-site, dedicated resources and shared services resources operating from CompuCom delivery centers in Louisville, Kentucky, Toronto, Ontario and Pune, India. Additionally, CompuCom established innovative Solution Cafes/Kiosks at five major campuses, providing end users with easy access, on-demand, walk-up technical support. For issues requiring additional support, the Solution Cafes/Kiosks seamlessly transition incidents for higher level support and prompt resolution.

CompuCom also works with this client to execute a host of special projects designed to address evolving IT needs. Most recently, CompuCom managed a Windows 8 deployment across the client’s main campus. This project was completed in record time and within budget.

Outcome
Throughout this long-term partnership, CompuCom has helped the client implement creative solutions to achieve an integrated IT support environment. In addition to streamlining processes, CompuCom has improved service levels and response times, optimized end-user productivity and enabled faster application deployment while significantly reducing this client’s IT support costs.

Client Name: 
Leading Pharmaceutical
Measurable Results:
  • Enabled improved collaboration
  • Increased overall organizational effectiveness
  • Improved service levels and response times
  • Faster application deployment
  • Reduced risk and disaster exposure
  • Reduced IT support costs
  • Minimized capital investments
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